The Group Customer Department Of LT Company's Communication And Management Control Procedure Research

As the American futurist John Nesbit noted on the communication point of view: "The future competition would be the management competition, it would focus on the effective communication between the members within each society organizations and the members who were out of it." Nowadays, there is no organization exists in the closed environment in our society, and its members are still kept gathering information and communicating with the internal and external members. To be up against intensified market competition, we all want to own a team that has united in good faith to introduce ourselves to our customers, cooperators and the upstream and downstream enterprises, so that management communication becomes particularly important.From the management communication viewpoint , this article digs out problems in internal communication from the group customer department and external communication problems from the front-line employees, through meticulous research on the communicating actuality of group customer department, and in-depth anatomize the reasons for communication barriers arising. This paper gives solutions for the problems that exist in the group customer department: making designs and execution safeguards on communication and management control system from the two perspectives of internal and external communication.One of the ideas is internal communication of employees, which relates to the communication between colleagues, the communication with superiors, subordinates, and the communication cross department and so on. For LT's fiber-optic Internet business, this part considers customer's demand advanced by the customer manager as the initial point, then designs a set of standards for communication and management control system, whose sustains are to reduce the obstacles in the communication process, advance the efficiency of communication, stop the phenomenon of inter-prevarication between departments and lack of cooperation, so that the group customer department will increase its team spirit. Simultaneously, this process is restricted by various schedules, so that employees can measure effectiveness of internal communication. Meanwhile, it is also useful of reference and research to set internal procedures and criterion of the other business for LT Company. The other one is external communication for the perspective of front-line employees, which refers to the communication of business between the customer manager and customers, communications with cooperators, communications between the management of communication and so on. In this process of design, effective communication will be divided into six stages: The first stage is preparation in advance and self-identifying. Before communication we must take sufficient preparatory work. We should not only know ourselves but also the others, in order to gain the initiative in communication, respond with the various emerging issues from the communicating process flexibly and win goodwill and trust from the opposite so that the communication success rate and communication efficiency will be improved. Second stage is to start our communication and confirm each other's status. This part is very important, the customer's mood and situation should be carefully observed. The information, which is receipted from the contact between customers and communicators, will directly influence customers' interestingness on communicators and their communicating contents. Immediately, it can determine whether the communication is successful or not. The third stage is deep communication and exchanging views of each others. The main job of this stage is to make the exchange of content and viewpoints expressed through language, so that the other side can understand it. Only when the both sides have certain cognition, the issues about whether or not to accept it can be referred to. Exchanging each others' viewpoints and opinions is an effective mean to promote the communication to be continued. The fourth stage is aimed at contradiction and objections handling. The objections from the other side indicate that he is beginning to be interested in the content related by communicators. It is a signal for further concern. This stage requires communicators should own a certain ability to deal with objections. In view of the contradictions proposed by customers, duly handling the objections so as to achieve customers'satisfaction, which is a prerequisite for success on communication. Fifth stage is consensus building and agreement establishing. The purpose of communication is to make the two sides reach an agreement on a certain issue, and whether the task of communication can be completed successfully is determined by the eventual established agreement. The agreement is established on the basis of equality and voluntariness between each others. Therefore, we should express our pleasure on cooperating with the other side and thanks for their support. The sixth stage is joint implementation and promotion between each others. As a result of communication, this stage is an extension. At the stage of joint implementation, we must uphold the principle of good faith and execute the subsequent follow-up service conscientiously in accordance with the standards and requirements of customers to make both communicating sides feel most satisfied. For the sales department, the real purpose is not just selling the products, but creating greater sales profits is most important thing through their services. In this process, mutual feedback is very important. We integrate services and products through joint implementation and mutual supervision, then combine them organically, improve product sales by enhancing service delivery. In external communication section, it is mainly to communicate with the client's business as the main design of a standard control system for external communication. Through designing an external communication and management control system, it is helpful to following and consulting for the front-line employees, and when they face the uncertainty in communication, they can cope with it easily. By upgrading the communication skills to get a multiplier effect, so that effective communication can help employees get the security from job and career the sense of accomplishment.Even there's perfect standard of communication and management control system, in order to make this system executing in the group customer department and play its leading role, it still requires us to be able to have an intact set of security systems and institutions. Firstly, we should strengthen the company's core values developing. This part mainly refers to grasp the relationship between enterprise management and communication, exert enterprise culture's effect on communicating, and reflect the company's core values in the process of communicating. Secondly, we should establish organizations that are fit for communication, optimize the existing structure of organizations, separate the department functions and responsibilities clearly and defined and create a harmonious organizational atmosphere. Thirdly, we should establish a sound performance appraisal system for communicating, improve communicating condition of organizations in the manner of systems and regulations, reduce communicating costs and improve both of work efficiency and customers'satisfaction degree. We should also establish strict assessment standards for communication and management control system. In each section of internal communication and management control, we will set corresponding forms to monitor the turnaround time of work orders and the satisfaction degree of all cooperative departments. Turnaround time is recorded by the project submission time of office network; satisfaction degree of all cooperative departments is calculated by the scoring of all departments back to back. The assessment standards for external communicating effectiveness are strictly determined in accordance with the sales performance and customers'satisfaction degree. Although the company needs a sound assessment system for communication management and control, but the assessment is not the purpose. The purpose of the enterprises is to achieve the established targets and to maintain its future sustainable development through effective communication. Meanwhile, in order to let the results of assessment play a role in corresponding constraints, communication skills can be associated with career development. Staff's communication skills and career development is associated to better motivate staff enthusiasm of working, increase the sense of belonging and identity. The enterprises can associate the level of communication skills of employees with their post promotion and the size of their career development space. In this way, enterprises not only can inspire their employees to obtain better development opportunities, but also can enable enterprises to get high-quality talent pool. Finally, we should improve the communication and training system. Emphasizing on the establishment and improvement of communication and training system, and reduce the communicating friction which is a result of the different forms of communication through building a unified communication styles and behavior patterns within enterprises. At the same time, we also hope to enhance staff communicating skills for improving the communication environment and mechanisms.This paper hopes to develop a new kind of manners in effective communication for the staff, in order to reduce communication costs and increase work efficiency through comprehend and design communication and management control system.